Service Quality and Customer Satisfaction in a Telecommunication Service Provider @inproceedings{Loke2011ServiceQA, title={Service Quality and Customer Satisfaction in a Telecommunication Service Provider}, author={Siew-Phaik Loke and Ayankunle A. Taiwo and Hanisah Mat Salim and A. G. Downe}, year={2011} } PDF. Previous studies showed that limited studies have been conducted in Malaysia on customer loyalty towards the telecommunications industry. Telecom industry has been the source for generating about 327.8 billion rupees in the economy and is currently one of the most greatly taxed sectors of the country. Free PDF. The impact of service quality on customer satisfaction in telecom sector of Pakistan. However, one of the key challenges confronting these companies is how they manage their service quality, which holds a grea deal to customer satisfaction. This paper aimed to assess the level of service quality and customer satisfaction at Emtel LTD. As the level of competition is constantly increasing in the telecommunications sector, one key way to stand out of this rivalry is to provide respectable service quality. PDF. Convenient sampling method was used to select the sample. service quality on customer satisfaction in mobile telecommunication industry in Sri Lanka in order to enhance the customer satisfaction. 37 Full PDFs related to this paper. Data were collected from 388 customers of mobile telecommunication industry. A total of 230 respondents participated in the study. Contribution: This study explains the effect of service quality on customer satisfaction by explaining their interrelationship. These findings show that mobile service providers have to find ways to increase the service quality and customer satisfaction. Further, it is very difficult to find related studies, supported by evidence, that focus on service quality, customer satisfaction and customer value, and their influences on customer behavior intentions in the telecommunication industry. The purpose of this paper is to examine the effect of customer satisfaction and switching barriers on customer loyalty as well as the mediating effect of the … 3 No. 37 Full PDFs related to this paper .

This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN) Nigeria. It also identifies various factors affecting the both constructs. ABSTRACT: The Telecommunication industry in Nigeria has developed to be very competitive, as different Telecom companies jostle for the attention of subscribers. found in the customers’ of telecom industry which are found to be satisfied. The important influence of e-service quality (e-SQ) on customer satisfaction and loyalty has been demonstrated in many contexts, but has not been examined in telecom settings yet. Service quality can be a better instrument for forecasting the customer satisfaction. For the purpose of the study, a sample size of one thousand (1000) respondents was selected from Lagos State, Nigeria through purposive sampling technique and data were obtained employing a structured close-ended questionnaire. customer satisfaction in telecom industry of Pakistan. The results … Keywords: Customer satisfaction, service quality, food reliability Introduction1 The restaurant industry has become one of the most profitable industries in the world. Service quality and customer satisfaction goes hand in hand, when a service is delivered exceptionally, it then follows that the customer will be satisfied and will be loyal to the services rendered. Sekuru Lav. Download Full PDF Package. AN ASSESSMENT OF SERVICE QUALITY … No business organization can survive without building its customer satisfaction; likewise no organization can make a healthy living without meeting the needs of its customers. Other then service quality, the impact of image factor in relation with customer satisfaction can also be investigated for further research in the same area. The customer’s satisfaction and trust are influenced by the perceived quality service. 5.8 Areas for further research This study focused on examining the relationship between customer satisfaction and service quality in telecom industry in Tanzania: citing a case study of Vodacom Tanzania. The findings further show a strong relationship between service quality, satisfaction and behavior intention and that service quality and satisfaction. Telecom companies jostle for the attention of subscribers. Moreover, the studies of Turel & Serenko (2006), Wang et al. telecommunication industry. In addition there is a need to be aware of socio-economic characteristics which influence the customer’s satisfaction. Findings of study showed that service quality, customer satisfaction, trust, ... studies are conducted on the determinants of customer loyalty in telecom industry in the context of Bangladesh. The high quality service will have a positive impact on the customer satisfaction. Corpus ID: 16508882. It is important to explore and map the differences which indicate that there is scope for improvement on behalf of the mobile phone service providers. This paper. The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria. Download Full PDF Package . Since survival and growth or financial outcome is driven by customer loyalty which is in turn driven by customer satisfaction and value (Nimako, 2012), delivering quality service and customer satisfaction have been important goals and pursuit for the expanding mobile telecom networks as well as regulators of the industry. Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business (Chingang & Lukong 2010). Research questions and objectives were set, alongside the hypotheses that were formulated and tested. ABSTRACT:The Telecommunication industry in Nigeria has developed to be very competitive, as different Telecom companies jostle for the attention of subscribers. THE NIGERIAN TELECOMMUNICATIONS INDUSTRY Oghojafor, B.E. Usually, it is difficult to rate service quality due to the presence of vagueness in the available information as well as impreciseness in the physical nature of the problem. It . However, one of the key challenges confronting . PDF. Customer satisfaction can be built up when brand satisfies the requirements and cravings of clients. service quality, customer satisfaction, customer loyalty, and customer retention in measuring service quality provided by telcos. Ahlam Salem. Download PDF. The Telecommunication industry in Nigeria has developed to be very competitive, as different . To achieve the objective, reviews of the literature were presented. achieving long term success in the service industry. Thus, this study aims to fill the contextual gap by investigating the effects of the independent variables and mediating effects of satisfaction. International Journal of Business and Social Science Vol. and perceptions of Telecom Sector in India” attempts to analyse the gap in service quality of Telecom sector in terms of customers’ expectations and perceptions regarding mobile phone services. Service quality acts as an antecedent to customer satisfaction (CS). Customer satisfaction becomes the most important factor for Telecom Services. Oyeniyi and Joachim (2012) worked on the mobile phone users in Nigeria to identify relationships of customer service on customer retention. However its all depends upon that which segments a company is targeting and what are their expectations for that product [7]. Service Quality and Competitive Advantage in Ghana’s Telecommunication Industry.Evidence of MTN Ghana. Download PDF. Service quality today has become not only the rhetoric of every business enterprise, but also occupies eminent position in every discourse. Determinants of Customer Satisfaction in Telecom Industry A Study of Telecom industry Peshawar KPK Pakistan ... A low quality service is such type of service which does not fulfill the requirements [6]. of the mobile services in Canada and China also supported this argument. Akpoyomare ... distribution, promotion and customer service) were identified and tested. PDF. Download Free PDF. An empirical study of Pakistan Author Sidra Ansar, co author Samreen Lodhi . Data were collected through a structural questionnaire and SERVPERF model was used. these comp. The aim of this paper “Customer satisfaction in the mobile telecommunication industry” is to analyze customer satisfaction , which describes the situation StudentShare Our website is a unique platform where students can share their papers in a matter of giving an example of the work to be done. People now are relying on cell phones more than anything else. anies is how they manage their service quality, which holds a grea deal to customer satisfaction. Premium PDF Package. This paper. AN ASSESSMENT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: A Case Study of Tel@BULLETOne (Pvt) Limited LOVEMORE MUTSVANGA. This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm. When Gerpott, Rams, and Schindler (2001), and Tung (2004), examined the telecom industry in Germany and SMS service in Singapore, they also identified that customer satisfaction was positively related to post-purchase intention. This research works toward identifying the service quality constructs for the telecommunication industry, the extent they affect customer satisfaction, the perceived switching costs and their significance to the customer. Results revealed that the … A short summary of this paper. This paper is useful to researchers conducting a study in not only the telecommunication area but also in other areas related to service quality. Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ=P-E. According to Chingang and Lukong (2010) it is important for firms to know how to measure service quality in consumers’ perspective in order to better understand their needs and satisfy them. Evaluation of service quality in an enterprise is vital to improve productivity and increase CS. However, one of the key challenges confronting these companies is how they manage their service quality, which holds a grea deal to customer satisfaction. Technological Innovations, Service Quality and Customer Satisfaction in Cameroons’ Mobile Telecommunication Industry Molem, Christopher Sama, Akume Daniel Akume, Beri Parfait Bihkongnyuy Department of Economics and Management, University of Buea, P.O Box 63, Buea, Cameroon Abstract: The quantum leap in technology and its discernible spillover in telecommunication, flanked by wide … Two types of data were collected; Primary Data and Secondary Data. The current study aimed to construct a measurement scale for e-SQ in telecom settings, as well as to investigate the relationship between e-SQ, customer satisfaction, and customer loyalty. Service quality taps into business, marketing, and psychological research and practices to provide a satisfied customer. mobile telecom industry. International and local restaurant chains are satisfying the demand of customers in variety Corresponding author’s details: of range of products and services. Mobile Service Quality As it is important in every industry, quality perceptions also have great importance in mobile services. A short summary of this paper. Service quality is being used as a competitive arm to differentiate them and to create customer satisfaction. READ PAPER. 23; December 2012 Impact of Brand Image, Service Quality and price on customer satisfaction in Pakistan Telecommunication sector Prof. Dr. Muhammad Ehsan Malik1 Muhammad Mudasar Ghafoor2 Hafiz Kashif Iqbal3 Abstract Over the last decade, the telecommunication sector of Pakistan has witnessed immense growth and is now … Therefore, this study attempts to find out the determinants ofcustomer loyalty in the telecom industry in Bangladesh. July 2019; DOI: 10.33422/icrbmf.2019.07.1004. Download PDF Package. 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